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In 2012, a project steering team mind-mapped and categorized a wide range of knowledge associated with effective patient experience leadership. These thoughts led to an initial framework that was used to engage patient experience leaders and healthcare professionals from around the world in providing invited comments and content suggestions through direct feedback, focus groups and an open comment period. As of today almost 400 individuals from 10 countries have contributed to the process. The result is the fifteen domains outlined in the Patient Experience Body of Knowledge framework.

From the global open comment period, which was used to gather the voices and feedback of additional patient experience and healthcare leaders, patients, families and support networks and community members alike, the conversation continued. The Institute engaged practitioners and thought leaders and collaborated with other leading organizations in each of the domains to ensure the most comprehensive knowledge base possible.

Virtual Focus Groups were also held during the open comment period and provided interactive sessions in which the Body of Knowledge framework was reviewed and feedback discussed on the domains of focus. Participants shared input and ideas and engaged with peers on each topic. The participants feedback helped to influence the continued development of the key domains.

During Summer 2013, several key actions took place.

Domain teams led by volunteer leaders completed a comprehensive review and analysis of the entire BOK (all 15 domains)

The Institute conducted a pulse survey seeking feedback from the community on the desire and importance of Professional Certification and/or a Curriculum-Based Certificate program.

Learning modules are currently being reviewed and piloted by members of the body of knowledge domain teams with courses scheduled to be available in Spring 2014. Simultaneously, a certification steering team is working to finalize details of Patient Experience Professional (PXP) Certification.

The power of this process has been, and will continue to be, that it includes the voices of hundreds of individuals from around the world in a collective discussion on what it means to truly be a leader in patient experience efforts. The forum was just another example of how we continue to look for ways to include your important voice in the conversation. A guiding principle of this work is that the outcomes are grounded in the voice of the field and a reminder of the core ideas fundamental to any leadership role in today’s healthcare environment.

For further questions on the program or process, please contact: Deanna Frings, Director, Learning & Professional Development